Re: [otrs] Multiple client's email

Hugo Ferreira wrote: [...] It means, if i start writing a client email, i get the autocomplete, but if I put a second one, separated by comma or ; , it does not recognize the second email. [...] OTRS wants every adress in a new line. Therefore it automatically adds a new to field, if you ente

Re: [otrs] Dashboard Auto Refresh

you. Alexander Halle Public Relations OTRS Community Board / OtterHub (http://www.otterhub.org/) - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http

Re: [otrs] Looks like OTRS Forum is down

Gerald Young wrote: I hope it's being upgraded... :) Sorry, I don't now of any maintenance and didn't notice a blackout - but I'm not alwys online ;) At least the forum seems to function properly right now. Do you still have any problems? Or anybody else? Alexander Public Relations OTRS Co

Re: [otrs] Template Issues

Rob Lange wrote: Hi, I am still trying to get this template thing right. I have learnt a lot about OTRS but am still a noob, so I request someone to please give me a hand on which files to alter to make my own template. I need to add some fields and make it look like the company wants. Also ren

Re: [otrs] Our first OTRS implementation and the problems that follow

Hi Dan, maybe some of my suggestions help you: [...] Issue #1: No way as an agent to view all tickets assigned to me whether the tickets are locked or unlocked. [...] Assigned means the owner field of each ticket? You can use the search, just look for owner = agent. If this works for you, y

Re: [otrs] Dashboard

Markus wrote: [...] Aula (Forum): An Overview of all Open Tasks in The Queue "Changes" In the Teachers Room: 2 Flatscreens. First: All Tasks of Queue "Administration" and 2nd: Queue "Changes" But how do I do so ? In addition to Steves easy way I would like to recommend his more difficult w

Re: [otrs] Upgrading OTRS from 3.0.1 to 3.0.6

Gerold Jens Wucherpfennig wrote : [...] When upgrading OTRS the version will stay at 1.13, but at a clean install it will be 1.14. What does this mean? What are the implications? Hi Gerold, regarding the implications I guess there won't be much / any according to the source diff and comment

Re: [otrs] Package Project Management

Jober Mijares wrote : I have almost 4 years using OTRS, currently i use the version 2.4.7, and i have a question. Almost six months ago i remember having tried a package for Management Projects, but now i search the package and i can't find. Where is the package? Hi, can you give us the n

Re: [otrs] Gnome UI for OTRS

Munroe Sollog wrote : Is there a desktop interface to OTRS? something similar to the iphone app, but for gnome/kde/whatever. Hi, I'm sorry, there exists no native application. Since OTRS is a web application there's usally no need for another interface, because a web browser is almost alway

Re: [otrs] Auto-populating the CMDB

Gavin Hamill wrote : [...] Is it possible (i.e. has anyone done it and documented it) to populate the CMDB with the results of an automated network scan? [...] Hi Gavin, I recommend the ITSM manual chapter 1 -> "New OTRS::ITSM 1.1 features" -> "CMDB Import/Export (CSV and API)" at http://do

Re: [otrs] Best flavor of Linux for OTRS

Lars Jørgensen wrote : [...] How can that be a bad thing for a server operating system? It seems that list is biased towards desktop use. Hi Lars, my goal was, that the user decides for himself and that was the best starting point for a general short overview I had available at that moment :

Re: [otrs] Best flavor of Linux for OTRS

Ravi Shankar wrote : I'm planning to install OTRS on linux,pls suggest linux flavor which is robust and easy to maintain. Hi, please read http://distrowatch.com/dwres.php?resource=major&language=EN we have requirement for supporting 200 agents for OTRS. The performance is indepdendent of t

Re: [otrs] Limit $QData{"Body"} in ResponseFormat

Ionel Gardais wrote : [...] Got an harder request : is it possible to specify the number of included replies instead of a number of chars ? That is, to include the two last replies only (for long-lasting threads) ? Hi Ionel, AFAIK there exists no built-in functionality to accomplish this. So

Re: [otrs] Limit $QData{"Body"} in ResponseFormat

Gardais Ionel wrote : Is it possible to limit the size of the included body in the Agent ResponseFormat ? Maybe like $QData{"Body"}[40] ? Hi Ionel, it is, please try $QData{"Body","40"}. These template commands are described in the developer manual at http://doc.otrs.org . Regards Alexan

Re: [otrs] CE and EE version

Sudhir Garg wrote : Can somebody tell me difference of OTRS Community and Enterprise edition version. If you have a feature metrics to compare on both these version, please share. [...] Hi, the software is the same, OTRS is completely open source, there exists only one single edition. All us

Re: [otrs] can't open developer doc

Min Never schrieb: Thanks, but the two documents are not the same. Hi Never, sorry, my mistake :( Yes, the 2.4 developer (not admin) documentation is not accessible, regardless of the transportation protocol :( Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren

Re: [otrs] OTRS 3.0 Dashboard

ravi shanker wrote : Need help in understanding what does graph in dashboard of otrs displays, is it the tickets shown in graph are for particular agent or all tickets in all queues. Hi Ravi, based on my experiences with 2.4 it counts all opened and closed tickets in all queues the particula

Re: [otrs] can't open developer doc

Min Never wrote : I can not open this document, may I ask who has the same problem with me? ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_book.pdf [...] Hi Never, I can download it, but I can't open it, the file is damaged. Please use : http://ftp.otrs.org/pub/otrs/

Re: [otrs] Archiving HowTo?

Lars Jørgensen wrote : Did somebody help you? I would like to know about this option, too. Hi, please see : http://forums.otrs.org/viewtopic.php?f=53&t=6966&p=27458 (SysConfig = Ticket::ArchiveSystem) Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Dom

Re: [otrs] changing "From" at phone ticket

Boon Yam wrote : If I have select a wrong name at “From” column of phone ticket and the ticket is created and closed, how to change the “From” ? Hi, you can change the customer via the customer screen, regardless if the ticket is closed or not (Action=AgentTicketCustomer). But if you mean t

Re: [otrs] Documentation on OTRS.

Sravan wrote : Can you please send me the documentation of OTRS for beginners. Hi, all the manuals are available online, please see : http://doc.otrs.org/3.0/en/html/ Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal

Re: [otrs] Generic Agent: Forward message?

Lars Jørgensen wrote : We are thinking about implementing this work flow: 1. System generates mail to OTRS 2. OTRS forwards the mail to an external partner 3. The partner replies to this mail The idea is that we need the ticket number in the forwarded mail in [2], so that replies from the partn

Re: [otrs] X-OTRS-Children-In-Queues in PostmasterFilter not creating parent-child tickets

Roland Wolters wrote : I'm sorry, that was my bad: it was in fact a reference to a test thing we developed once internally. I missed the fact that we just developed it internally and never pushed it upstream, sorry for the noise... Hi Roland, sorry to hear that, this sounded very useful. Perh

Re: [otrs] Add a field to phone ticket

Pradumna Maheshwari wrote : I want to add a text field in phone ticket as sometimes Agent need to answer the ticket while creating it in 'Closed' state. How to do ? I hav tried using "Ticket::Frontend::AgentTicketPhone###ArticleFreeText:", but its showing 2 small text fields. Hi Pradumna,

Re: [otrs] Standard theme busted after upgrade from 2.3.3 to 2.4.9

Wes Plate wrote: [...] Can I replace a theme file with the default? If so where could I get that file? [...] The themes are stored at /opt/otrs/Kernel/Output/HTML/, you can get the orginal files from the source archive at http://otrs.org/download/ . I hope this is, what you are looking for,

Re: [otrs] OTRS 3.0 installed in a virtual machine, ready to go?

Many thanks for your commitment Gerald :) Marco also posted the general idea of VMs on ideascale for discussion and voting : http://otrsteam.ideascale.com/a/dtd/VM-repository/89914-10369 Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Regist

Re: [otrs] OTRS 3.0 with ITSM 2.0.3

Straccialano, Rosanna wrote : I am thinking of upgrading OTRS to version 3, will the ITSM side of it still work? Hi Rosanna, no, you need to wait for ITSM 3.x, please see : http://www.otrs.org/news/2010/release-calendar-otrs3/ Regards Alexander -- radprax Gesellschaft fuer Medizinische Ver

Re: [otrs] What is the preferred OS for 3.02?

Wes wrote : I'm going to go ahead an try to create a test 3.02 installation, what Linux distro do you recommend I use? I remember a long time ago OpenSuse was the choice. The system requirements page doesn't give a preferred OS. Hi Wes, if it doesn't matter for you then OpenSuse is fine. AFA

Re: [otrs] Errors when installling ITSMChangeManagement-2.1.1

Michiel Beijen wrote : There's an issue when installing OTRS ITSM: http://bugs.otrs.org/show_bug.cgi?id=6161 You can find an altered package for the Change Management installer in the bug report, plus a package called 'parent' which you'll need when installing on Perl 5.10.0 or lower. Hi Mik

Re: [otrs] Is it possibile to block ticket reopening?

Luca Maranzano wrote : we are currently using Otrs 2.3.4 and planning the upgrade to the 3.0. In our current setup, it is possible for an agent to close a ticket which has already been closed. Is it possibile to prevent this operation? this is a problem for us, since it breaks the time countin

[otrs] logging change of ticket title in ticket history

Hi, does someone know why chanigng the ticket title isn't logged in the ticket history ? I'm not sure whether I should report this as bug or feature request. Usally OTRS documents the whole life of a ticket to be on the safe side. IMHO changing the ticket title is a critical action since a w

Re: [otrs] changing the polling frequency

Gerald Young wrote : If you are receiving large volumes of tickets, this may not be as effective as implementing procmail , which handles tickets instantly. Hi Gerald, thanks for writin

Re: [otrs] User Levels

Parag Bhalerao wrote : I was wondering if there is a way to define user levels. For example, Hi Parag, this is possible and common, please see chapter 5.2 of the manual for your version (http://doc.otrs.org/). You have to define groups and then assign roles or users to that groups. Using r

Re: [otrs] GenericAgent, auto-forwarding tickets

Michiel Beijen wrote : What about using a combination of GenericAgent and Event Based notification? * Use a GenericAgent job to move to some special queue. * Create an event based notification to send the text to the predefined address if a ticket is moved into this queue. Hi Mike, thanks for

Re: [otrs] GenericAgent, auto-forwarding tickets

Gerald Young wrote : [...] Otherwise, I'm not entirely certain that the ticket can be forwarded as a normal email without some development. Hi Gerald, many thanks for your answers and the quick reply time. I have to rethink the problem. I assumed that it would be easy to access the email sub

Re: [otrs] changing the polling frequency

Christian Kyony wrote : I’d like OTRs to check the POP3 account every minute instead of every 10 minutes. Which files must I change? Hi Christian, the time interval is controlled by cron based on the files under /opt/otrs/var/cron/. Regards Alexander -- radprax Gesellschaft fuer Medizin

Re: [otrs] Errors when installling ITSMChangeManagement-2.1.1

Marius Vaitiekunas wrote : I am getting next error messages when i try to install ITSMChangeManagement-2.1.1. GeneralCatalog 2.1.1 and ITSMCore 2.1.1 are already installed. I use otrs 2.4.9 with mod_perl and apache on gentoo linux. Database is mysql. [...] Hi Marius, are you getting also err

Re: [otrs] iPhone app crashes

Kristofer Pettijohn wrote : Update: This happens when I click on a ticket and it says "Reading Ticket Articles", and then it crashes and goes back to the iPhone home screen. Anyone? If there is any way to provide debug/log information, I would be happy to. Hi Kristofer, you can go to http:

Re: [otrs] MkStat.pl not found

Parag Bhalerao wrote : I am new to OTRS. I have successfully installed OTRS 3.0 on Win32 platform and it is working fine. I wanted to automatically generate stat reports on periodic basis. I see the documentation that I can use MkStat.pl for this, but I am not able to find this file/module on m

Re: [otrs] GenericAgent, auto-forwarding tickets

Gerald Young wrote : Would it make sense to say "Tickets moved to this queue are assigned a watcher"? Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate? Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification prefer

[otrs] GenericAgent, auto-forwarding tickets

Hi, I need to automatically forward all tickets that get moved to a certain queue. This functionality isn't implemented in the GenereicAgent. Could someone please give me a hint how to realize this via the GenericAgent CMD option ? I know how to send emails via script but I don't know how t

Re: [otrs] Additional features for packages

Sérgio Cintra wrote : [...] I compared with my installation and found two more options in the navigation bar demonstration in a demo system: Responsible (0) Watched Tickets (0) What kind of impact could be if I did not install these two options? Hi Sergio, these two modules are part of a norma

Re: [otrs] Searching tickets issue

Stephen Hall wrote : Found a strange issue, wanted to see if anyone had a solution. If i search through tickets and i get results from the search, and I have selected PRINT from the pulldown, i get a PDF produced, which is correct. If i search through tickets and get no results from the search,

Re: [otrs] Freetext field for ITSM's Service

niklas.johans...@knowit.se wrote : We are looking at possibilities to setup Services with OTRS and also associate one service with a fixed fee. This is a requirements from our customer and we need to find a way to do this. What I believe is the right way of doing it is to add a freetext field

Re: [otrs] demo.otrs.org down?

Henry C. wrote : I was hoping to try out demo.otrs.org, but it's been down since at least yesterday. [...] Hi Henry, try again, works now. I think they worked on it. Does anyone know if the demo site is based on v3-beta or v2.x? It currently runs OTRS 3.0 beta 7. The 2.4.x demo is availabl

Re: [otrs] Automatic "next state"

Gardais Ionel wrote : I've defined a few responses to be used by the agents ("Done", "works for me", …) Is it possible to automatically set the next state to "closed" or "pending close" when an agent select one of these answer ? Hi Ionel, you can either use the GenericAgent feature to set the

Re: [otrs] how to handle ideas / feature requests [was : Re: bugs.otrs.org or otrsteam.ideascale.com ?]

Udo Bretz wrote : [...] I see ideascale as a place to discuss ideas with other users, do voting, etc, but in my opinion if this process is over, and the requirements are specified, an enhancement report in bugzilla should be filed. [...] Hi, in addition to Daniels question : @Christopher, Udo

Re: [otrs] update of OTRS 3 beta demo system ?

Brice Capelle wrote : Just checked the OTRS Demo and I saw in the footer: "Fonction assurée par OTRS 3.0.0 beta7 " So this is already in beta 7 ;) Hi Brice, thanks :) I swear it stated beta 4 when I wrote the mail. Regards Alexander -- radprax Gesellschaft für Medizinis

[otrs] update of OTRS 3 beta demo system ?

Hi, is there a chance in the near future for a update of demo.otrs.org from beta 4 to beta 7 ? This would be helpful for last bug reports or review of existing bug reports before the final release. Thanks in advance Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH

Re: [otrs] webticket queue dispatch

Ionel Gardais wrote : I tried to create a GenericAgent task saying : - From : *...@domain.tld - Queue : Raw::webticket - State : New - Action : move to new_queue Unfortunatly, even when a new web ticket arrives into Raw::webticket and the user's email is "someth...@domain.tld", it is not moved

[otrs] how to handle ideas / feature requests [was : Re: bugs.otrs.org or otrsteam.ideascale.com ?]

Hi André, Udo, I'm confused regarding the terminology. Do you distinguish between "ideas" and "feature requests" ? Regards Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsfüh

Re: [otrs] Change of URL

jhazl...@rufustech.net wrote : After installing OTRS we decided to change the URL to be www.website.com/support/index.pl instead of www.website.com/otrs/index.pl. This caused some immediate problems which I solved with an Apache Alias. However, it is still causing some issues since this is stor

Re: [otrs] bugs.otrs.org or otrsteam.ideascale.com ?

Shawn Beasley wrote : I personally believe that ideascale should be reviewed as a real possible replacement for bugzilla. What are your views? Hi Shawn, great that you're back ! :) If you mean replacement for enhancement bugs I totally agree. Ideas need to be discussed and rated which can be

Re: [otrs] List of tickets in OTRS 2.4.7 and upgrade easily to newest version in OpenSuse 11.2

Erik van Ast wrote : I have a question regarding the stats in OTRS 2.4.7 and a question on upgrading OTRS 2.4.7 on OpenSuse 11.2 (KDE). We would like to generate a list of all open tickets in the system, but when I run the "List of open tickets, sorted by time left until response deadline expires

Re: [otrs] bugs.otrs.org or otrsteam.ideascale.com ?

Christopher T. Kuhn wrote : New ideas are to be posted on otrsteam.ideascale.com only. We will consider these ideas in the OTRS Release Workshops to meet the community requirements best. Hi Christopher, ah, ok, thanks. I will do so and from now on point users to ideascale instead of bugzilla

[otrs] bugs.otrs.org or otrsteam.ideascale.com ?

Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance Alexander -- ra

Re: [otrs] Additional features for packages

Sérgio Cintra wrote : Anyone know if there are some additional features in the packages below? ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement2.0.2 ITSM 2.0.2 Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Hi Sergio, no one seems to answer

Re: [otrs] FAQ for otrs 3 ?

Gardais Ionel wrote : Is there a roadmap on when will the FAQ module be available for otrs 3 ? Hi Ionel, the release date is March 15 according to : http://www.otrs.org/news/2010/release-calendar-otrs3/ Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Ber

Re: [otrs] webticket queue dispatch

Gardais Ionel wrote : How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" cr

Re: [otrs] Is it possible to create ticket through IVT or throug any script

Darshak wrote : The whole idea is to create the ticket automatically when customer calls, there is no Agent ONLY IVR System is there. How can it be possible? Hi, you could use email with the help of the X-OTRS-Headers and the postmaster filter or you could use SOAP for example. But it all

Re: [otrs] Setting freetext fields via Postmaster filter

Fürtbauer Wolfgang wrote : I want to set freetext fields via Postmaster filter - is this possible? Hello Wolfgang, does this german posting help you ? http://forums.otrs.org/viewtopic.php?f=35&t=4911 Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergst

Re: [otrs] ITSM 2.0.2 functionality

ser...@scs.eti.br wrote : I am currently running OTRS 2.4.7 ITSM 2.0.2, but I didn't install some packages like: ITSMIncidentProblemManagement 2.0.2 ITSMServiceLevelManagement2.0.2 ITSM 2.0.2 Am I loosing any functionalities? Hi Sergio, you only loose the feature

Re: [otrs] hide login name from owner selection

Leonardo Certuche wrote : On the environment we're currently deploying OTRS on, National Identification Number is used as login name. They're happy about that but it seems like there's a security flag for showing that information on the change owner screen. [...] Hi Leonardo, just one commen

Re: [otrs] Linking config items with incidents, problems, change, etc.

niklas.johans...@knowit.se wrote : How do I link incidents, problems and changes with config items? Hi Niklas, I'm not sure what you mean. You can link config items with other objects via the object dropdown box on the link screen. There you have to select "Ticket" since incidents and proble

Re: [otrs] 3.0 beta ok to use?

Hugh Kelley wrote : [...] Would you expect many more beta versions prior to December 1st? [...] Hi Hugh, the planned beta versions are listed at : http://blog.otrs.org/2010/08/23/second-otrs-3-beta-is-available-whats-new/ Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgu

Re: [otrs] Hiding articles from Ticket Zoom

Bryn Millar wrote : Hi everyone, just wondering if it’s possible to stop the autoresponder messages from showing up in the ticket zoom? It’s becoming rather hard to read through ticket history with all these extra articles in there. Hi Bryn, you can try out the article filter to select which

Re: [otrs] Help Me please...

Joseph Thomas wrote : I am not getting any agent notification on new ticket creation. How can I //configure it?/ Hi Joseph, please see Davids posting, especially the steps 1 and 2 and the second last section (http://lists.otrs.org/pipermail/otrs/2010-August/033286.html) so that we can help

Re: [otrs] tickets created on behalf of end user

Marek Hall wrote : [...] I've spent some time trying to find any option in configuration which is responsible for this, but with no luck :( Has anyone an idea where could it be? Hi Marek, have you tried to reproduce this problem in the demo system ? If so please post the ticket number so that

Re: [otrs] how does HighlightAge work ?

I wrote : can someone please explain me how the SysConfig option HighlightAge works ? According to the documentation a queue is only highlighted as long as there is an untouched ticket older than HighlightAge. But what means "untouched" exactly ? No matter what state our tickets have, the qu

Re: [otrs] Help Me please...

Joseph Thomas wrote : [...] when i click this link..[ Customer Users <-> Groups ] im getting a message like this, Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read m

Re: [otrs] email configuration?????

Joseph Thomas wrote : How do I configure email send and receive on the OTRS system running on a windows server 2008? Hi Joseph, have you already tried to configure it according to chapter 7 of the manual (http://doc.otrs.org/2.4/en/html/c1572.html) ? Regards Alexander -- radp

Re: [otrs] accesing OTRS form internet [was: Help Me please...]

Joseph Thomas wrote : How can i access OTRS from internet? please give the certain steps that i want to do in OTRS? Hi Joseph, this is not an OTRS configuration issue. OTRS is a web application, so you can access it with your browser from the internet if the corresponding we

Re: [otrs] Lock/Unlock parameter in Search form

Laurent Minost wrote : Is there a way to add the possibility to search for Lock/Unlock tickets through the Search formular under Agent interface please ? Found no settings for this, maybe modifying the dtl should be possible but it will be always displayed ... Hi Laurent, this functionality

[otrs] how does HighlightAge work ?

Hi, can someone please explain me how the SysConfig option HighlightAge works ? According to the documentation a queue is only highlighted as long as there is an untouched ticket older than HighlightAge. But what means "untouched" exactly ? No matter what state our tickets have, the queues s

Re: [otrs] tickets created on behalf of end user

Marek Hall wrote : I'm not quite sure if this is a matter of configuration or is it the way that OTRS works. Would someone please help me to understand or fix this issue: - when an agent created a ticket on behalf of end user (by an option " phone ticket") ticket is available only for support te

Re: [otrs] how to disable Agent::LockTimeout notifications?

Leonardo Certuche wrote : The organization we're currently deploying OTRS on, is not interested in using the lock timeout feature. In order to avoid it, we setup every queue with Unlock timeout=0 (it says /0 = no unlock/) but Agents keep getting Agent::LockTimeout notifications. How can we avoi

Re: [otrs] Dashboard only for admin?

Amit Sharma wrote : How do I enable Dashboard only for administrator? Currently it is disabled through sysconfig but I would like it to be available for admin. Hi, please try the group fields of the SysConfig parameter Frontend::Module###AgentDashboard. See Frontend::Module###AgentStats

Re: [otrs] Name in list of services appears cutted

Rui Francisco wrote : We have a long list of services, some of them with a long description. In the agent email ticket button, the longest service names appear with [..] and not enough description Where can i change this setting to allow the full service name ? Hi Rui, usally the correspon

Re: [otrs] Adding a new ticket creation screen

McCarroll, Robert wrote : Our call center supports two separate phone lines, and the information required for a request on one line is radically different from the information required on the other line. It has also been determined that we would like to retain the option of processing e-mail req

Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!

Torsten Thau wrote : I think this is a really good idea. I'd love to participate in this meeting. What's the (possible) agenda ? Hi, I've set up a wiki page for coordination : http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010 Regarding the agenda, has anyone the old agenda as an

Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!

Hi Frank, I'm always interested in OTRS user meetings, so I would participate in this alternate event. P.S. Shawn, get well soon. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94

Re: [otrs] Remove system Email from CC field when answering a ticket

TanaT wrote : [...] If a customer send a message to my OTRS system : o...@mycompany.fr (fetched via POP3) When I use a template to reply to it, the system fills CC with o...@mycompany.fr I'd rather my users not to have to remove it manually... [...] Hi, have you added the email address under

Re: [otrs] Modifying Queue name, not reflecting

Pradumna Maheshwari wrote : I am facing a problem that after modifying the queue name from 'Queue' link, that queue get disappear from Customer interface while raising new ticket. Hi Pradumna, you could check the ACLs and SysConfig for appearances of the old queue name. Regards Alexander

Re: [otrs] feature enhancement

Johannes Grimm wrote : It would be nice to be able to modify the OutOfOffice Message! Obviously this is hardcoded and thrown away when updateing the system. I couldn´t find a wishlist or something where i could post my request, so i do it that way. Hi Johannes, for the community support thi

Re: [otrs] Ticket Number - AlphaNumeric

Kevin Kimani wrote : [...] Would like to generate the ticket number in both letters and numbers, for example, AA01 till ZZ99. [...] Hi Kevin, AFAIK this is not configurable, please see Sysconfig parameter Ticket::NumberGenerator. IMHO you would have to write your own number generator, pleas

[otrs] OTRS 3.0 demo system [was : Re: Antwort: Re: alpha 3 availability]

Martin Edenhofer wrote : JFI, I'm still in the process of setting up a demo system. [...] Hi Martin, thanks for the info :) PS: Remember, OTRS 3.0 is still alpha. ;) Just say if we shall report bugs for the future demo system or not :) Regards Alexander -- radprax Gesellschaft fuer medi

Re: [otrs] How to allow to ro user select and/or create customer user for a ticket?

d.grechish...@rsu.edu.ru wrote : [...] Tell me please, how should i manage permissions or change some options in sysconfig to enable for ro user to view the queue tickets in digest and chose and/or create customer users? Hi, please check in SysConfig : 1. Frontend::Agent::Ticket::ViewQueue -

Re: [otrs] response email notify

e c wrote : I have created a empty response for all queues with: Dear , But when i click on response of an incomming ticket i get the following footer which i want to delete: [...] Hi Ed, please try http://doc.otrs.org/2.4/en/html/x1217.html and maybe http://doc.otrs.org/2.4/en/html/x1196.

Re: [otrs] UPDATE ** OTRS 3 Beta Release Party!

Shawn Beasley wrote : The beta release party, scheduled for the day of the beta release of OTRS 3 02AUG10, has moved to the planning phase. The agenda is still in work, and should be released by Monday 28JUN10. Everyone is welcome who pre-registers with OTRS AG. [...] Hi Shawn, can you already

Re: [otrs] New answer into AgentTicketZoom

magicboiz wrote : I want to add a new answer to the right panel of AgentTicketZoom (OTRS2.4.7+ITSM1.3). Currently, I have email-answer and phone-answer. I want to add my custom-answer. In order to try a test first, I'd use AgentTicketCompose.pm as a template and I created AgentTicketComposeCu

Re: [otrs] email notification error

e c wrote : I have an issue receiving emails after configuring Core::Sendmail When I configure it with as following : SendmailModule: SMTP SendmailModule::CMD: /usr/sbin/sendmail -i -f (default) SendmailModule::Host: mail.hostname.com SendmailModule::Port: 25 Sendmai

Re: [otrs] merged tickets still shown in AgentTicketQueue-view

jan.dre...@bertelsmann.de wrote : I just verified: Neither ViewableStateType nor the StateType for "merged" itself is set wrongly. So though this points in a new direction for me, it does not solve the problem :-( Hi Jan, I'm sorry, this was my only idea :( But please post if for the customiz

Re: [otrs] merged tickets still shown in AgentTicketQueue-view

jan.dre...@bertelsmann.de wrote : in a (heavily customized) installation we have the problem that merged tickets stay in AgentTicketQueue-view (with the "merged"-notice inside only). Do we need a special state for merged tickets to not show these? Or can I tweak this behaviour in preferences?

[otrs] which HTML article height is used (SysConfig) ?

Hi, does somebody know the difference between the two SysConfig parameters HTMLArticleHeightDefault (100 pixel) and HTMLArticleHeightMax (2500 pixel) ? I wonder how OTRS decides which one to use ? Sometimes I have large scrolling windows (2500 pixel) and sometimes very small ones (100 pixel)

Re: [otrs] How to Enable Debugging

Jeff Travers wrote : [...] I've set debugging to "3" in the Kernel | System | Auth | DB.pm file but its only including the encrypted password in the log file. Is there a way to enable more verbose debugging to help diagnose where it may be failing? Hi Jeff, I'm also interested in more verbose

Re: [otrs] New Features of the new ITSM 2.0.2

Geline Gloria wrote : Hi, I would like to know what are the new features of the new ITSM 2.0.2? What are its differences compared to the previous version? Thanks! Hi, please see http://lists.otrs.org/pipermail/itsm-announce/2010/48.html . Regards Alexander -- radprax Gesellschaft fuer

Re: [otrs] otrs Digest, Vol 21, Issue 100

Ruzwan Abdul wrote : The account was created and given RO access to users, of which the xyz queue is a member. When the user logs in, no tickets are displayed in his queues (both Dashboard and QueueView) even though personal queues contains xyz. But the permision of RO is given to that agent.

Re: [otrs] Empty Dashboard and QueueView

Tefnet Developers wrote : [...] Hi, I have managed to make them show up in these views, but I had to give the user ALL (rw) permissions in groups responsible for specific queues. [...] Hi Filip, maybe the following hints are useful for you : 1. SysConfig -> Ticket -> Frontend::Agent::Ticket::

Re: [otrs] OTRS 2.4.7 IMAP issues

Marius Vaitiekunas wrote : There are not Frontend::Module###AgentTicketStatusView in mys sysconfig. I think it coud be, because I installed all ITIL (OTRS::ITSM 2.0) stuff. Maybe, saomething is different in OTRS::ITSM 2.0. Hi Marius, the easiest way is to use the search function in SysConfig

Re: [otrs] Next State to Note

Annika Liikanen wrote : Is it possible to add Next State box to Ticket Note? Hi Annika, if we mean the same then I have this box. Please check SysConfig -> Frontend::Agent::Ticket::ViewNote -> Ticket::Frontend::AgentTicketNote###State . Regards Alexander -- radprax Gesellschaft fuer medi

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